Your frequently asked questions – answered!
Due to the stay-home orders enacted in Austin, Texas, most of our team is working remotely. We are increasing our regular sanitation processes to keep all surfaces and materials clean. We are limiting staff presence in our office when manufacturing items and shipping orders to ensure we limit all social contact and keep our team safe. As a result, orders are only shipping out 2 times per week. Both US and International orders are experiencing shipping delays that are out of our control. Please allow 3-5 business days for order processing, plus additional time for shipping based on the method you select. We have already experienced delays or lost items during this pandemic. To read a statement from our founders regarding COVID-19, please click here.
Frequently Answered Questions
How long will it take for my order to ship/arrive?
We process orders Monday through Friday. Due to stay home orders in response to COVID-19, orders ship out within 3-5 business days, and orders placed after 12pm Central time on Friday will be processed the following Monday. Please allow additional time for shipping. Shipping time will depend on your location and the method of shipping you select, see the chart below for estimates. Due to COVID, USPS is currently experiencing delays for all US mail and packages. If you select "Standard USPS First Class Mail," please note that your order may take up to 2 weeks to deliver. Unfortunately, mail carrier delays are beyond our control. *All Wonsie Brand orders ship from Australia and take an additional 1-2 weeks for delivery.
Do you ship internationally?
Yes, but please note that our USPS First Class International Shipping option does not include tracking information once it leaves the United States. Because of extensive shipping delays from all carriers due to COVID-19, we strongly recommend NOT selecting the USPS First Class International shipping option, because we have no way to track this item or estimate how long of a delay you might experience.
If you need international tracking, please select either USPS Priority Mail, UPS, or DHL shipping methods. USPS Priority Mail only provides tracking to the following countries:
I need to change the shipping address on my order, how can I do that?
If you need to update your shipping address, please let us know immediately. Once we have sent you a tracking number for the order, we can no longer update a shipping address. We are not responsible for errors in the shipping address if the information was entered incorrectly in the order.
I checked my tracking number, but there is no information about my package, what’s going on?
The tracking number is sent to you as soon as we print a shipping label, so it may take 24-48 hours before the package is scanned and shipped out by the mail carrier.
What about customs and import taxes?
Occasionally, customers may have customs and import taxes that apply to orders shipped outside the US. Customers are responsible for paying these fees. We cannot be responsible for any delays due to unpaid duties or customs fees. If you have any questions, send us an email at firstname.lastname@example.org
How do I check the status of my order?
When your order is shipped out, you will receive an email notification with the tracking information for your order. Sometimes it can take 24-48 hours from the time we create the label before the mail carrier updates the tracking information. For international orders, please read the information specific to international orders below! If you have any further questions about the status of your order please email us at email@example.com
How do discounts work on your website?
Discount codes can be applied once you are at the checkout page. Only 1 discount code can be used at a time, customers are not able to use multiple discount codes in the same order. If an automatic bundle discount is applied to your cart, you won’t be able to use a discount code too.
I want to exchange my order for something else, how do I do that?
No problem! We can accept any unworn and unwashed items for exchange*. Just fill out the Return slip that came with your order, indicated what color or size you’d like in exchange, and ship the item back to the address on the Return slip. Unfortunately, we cannot provide prepaid return labels at this time, but we will cover the cost of shipping the exchanged item to you.
*We cannot exchange or return any custom orders. If you want to exchange a Supporter Apparel “Be Kind” shirt, please email us before returning the item.*
I need to return my order, can I do that?
Sure thing! We can accept any unworn and unwashed items* for returns. Just fill out the Return slip that came with your order, indicated the reason for your return, and ship the item back to the address on the Return slip. When we receive your returned item, we will refund you the original purchase price and the shipping cost. Unfortunately, we cannot provide prepaid return labels at this time. *We cannot exchange or return any custom orders. For Supporter Apparel “Be Kind” shirts, we can only accept returns if there is a manufacturing defect. Please email us before returning the item.*
How do I find my size?
Sizing varies by product, so you can find sizing information on each individual product page. Keep scrolling through the images to see detailed information on sizing. If you still have a question, just email us: firstname.lastname@example.org
How do I measure my ostomy bag?
You can watch this short video, or follow the instructions below:
Measure the width and length of your ostomy pouch (in inches) to find the Pouch Size. If your pouch empties at the bottom, measure the length with the tail rolled up. Then choose an opening size (diameter in inches) that will fit around the hard plastic ring of your specific ostomy pouch. The easiest way to find the right opening size is to place a ruler across the ring and measure at the widest point, as shown. If your pouch has a large oval-shaped flange, choose the Opening Size: "3.5" Oval."
How do I use Cath Clips?
You can watch this short video, or read on! Cath Clips are great for securing any excess tubing that can get tangled or caught on other objects. Simply open the snap at the bottom, gather the excess tubing and place it between the straps, and close the snap. Then you can clip the excess tubing onto clothing, bags, or wherever it’s convenient!